Customer experience management and innovation

Data-driven decisions to satisfy customer needs and expectations

Our research and advisory services for customer experience management and innovation across contact centres, face to face and digital media:

  • Increasing customer satisfaction, NPS or reducing customer effort
  • Optimising customer experience measurement
  • Innovating customers’ experiences and planning change
  • Analysing complaints and undertaking root-cause diagnosis
  • Managing customer facing employees’ ease (ESE)
  • Planning and implementing Customer Feedback Management solutions
  • Deploying customer services standards

We believe that better digital customer experiences are not only about ease; they require intense focus on frontline people who increasingly deal with complex customer requirements.

Large-scale customer service and retention remains one of the most challenging tasks in the business world. Yet the opportunities to use digital technology – online, social media and Apps – offer potential to resolve the conundrum of cutting costs while increasing customer satisfaction.

Customer experience research

We use a range of research techniques to support digital customer experience blue-printing, customer journey analysis and usability testing showing which elements of customer service are really valued and which are not.

Customer experience innovation